CRM Manager at Debenhams Group, Manchester, United Kingdom

Strategic leader in CRM for boohooMAN, developing retention and acquisition strategies across channels, driving sales growth, and leading a high-performance team in a dynamic digital marketing environment.

Key Responsibilities

• Lead CRM function to achieve business objectives including AOF, CLTV, revenue per user, campaign engagement, conversion, Premier subscriptions, email subscriptions, and app downloads
• Oversee end-to-end management and execution of global email and push notification campaigns to nurture customers and drive sales
• Collaborate across departments to develop integrated, data-led customer journeys
• Lead CRM initiatives and channel integrations such as cross-channel segmentation strategy, campaign personalization, database growth plan, push notification migration to ESP, send time optimization model, and potential implementation of Facebook Messenger and WhatsApp
• Develop bespoke and dynamic campaign plans for key customer cohorts to build brand loyalty and meet business objectives
• Collaborate with insights and marketing research teams to enhance customer data, targeting, and segmentation
• Represent boohooMAN in CRM across brands, nurturing feedback meetings, sharing best practices, and leveraging group expertise
• Deliver weekly, monthly, quarterly, and ad hoc reports on achievements, projects, and insights to leadership
• Manage ESP relationship as key stakeholder to maximize technology potential
• Monitor and develop ESP structure and architecture to maintain database quality
• Act as Marketing GDPR representative, liaising with Legal and stakeholders for compliance
• Manage CRM team hierarchy, identifying growth areas and providing development through coaching, mentoring, and knowledge sharing

Qualifications

• Creative, analytical, and commercially driven individual
• Experience in CRM Management role and managing teams
• Experience in email marketing and campaign management tools, specifically Bloomreach
• Highly organised and process driven
• Demonstrable customer-centric thinking
• Self-motivated and enthusiastic, excelling in challenging environments
• Actively researches and reports on new trends and industry best practices
• Excellent command of MS Office package
• Team player able to collaborate with multiple business functions

Benefits And Growth

• Join a forward-thinking team making bold moves and delivering real results with unstoppable momentum